Drivers Verification Group Lead
EgyptOn-siteFull-time
AI Summary
Manages a team of 20-25 users verification agents, handling shift supervision, workload distribution, KPI monitoring, performance reviews, coaching, and process improvement to ensure service quality and SLA compliance.
About this role
Group Lead is responsible for the operational management of a team of users verification agents, ensuring service quality, efficiency, and achievement of key performance metrics. The role combines people management, process control, and data-driven decision-making, while acting as a bridge between frontline operations and business stakeholders.
Key Responsibilities
- Direct management of a team of 20-25 support agents
- Shift supervision and real-time workload management
- Task distribution and queue monitoring to ensure SLA compliance
- Workforce planning: scheduling, vacations, and shift coverage
- Monitoring and analysis of key KPIs (AHT, SLA productivity, etc.)
- Regular 1:1 meetings, performance reviews, and feedback sessions
- Identifying performance gaps and implementing improvement plans
- Coaching and mentoring team members
- Quality assurance oversight and calibration with QA teams
- Ensuring adherence to internal policies, procedures, and compliance standards
- Identifying process inefficiencies and driving improvements
- Onboarding and continuous training of agents
- Development of training materials and knowledge base contributions
- Supporting skill development and career growth within the team
Skills, Knowledge & Expertise
- Bachelor’s degree in Management, Business, Data Analysis or related field
- Strong leadership and people management skills
- Analytical thinking and ability to work with performance metrics
- Excellent communication and stakeholder management skills
- Problem-solving and decision-making abilities
- Advanced user of Google Workspace (Sheets, Docs, Slides)
- English proficiency: B1 or higher
- Schedule: 5/2, Monday to Friday, 9:00 a.m. – 6:00 p.m.
Benefits
- Opportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the company
- Hybrid work
Skills
AHTGoogle DocsGoogle SheetsGoogle SlidesGoogle WorkspaceKnowledge Base ManagementKPI MonitoringOnboardingPerformance ManagementQuality AssuranceSLA ComplianceTraining Materials DevelopmentWorkforce Planning
Explore related jobs
More jobs at Indrive
Browse these categories
Market data for this role
All reports →- SeriesRole reportsOne role family at a time: how many openings, what changed this week, who is hiring, what it pays.
- SeriesSalary reportsWhat employers publish in job postings, by level and workplace. Not self-reported pay.
- Market overviewState of tech hiring, September 2026: up 4.8%Tech hiring rose 4.8% month over month in September 2026, with 411,122 new listings. Customer support and account executive roles led the growth.